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Customer service tools and software-Chatbot

Customer service tools and software-Chatbot

A chatbot is a computer program and customer service tools and software that simulates human conversation through voice commands or text chats or both. Chatbot, short for chatterbot, is an artificial intelligence (AI) feature that can be embedded and used through any major messaging applications, designed to simulate human conversation. Users communicate with these tools using a chat interface or via voice, just like they would converse with another person. Chatbots interpret the words given to them by a person and provide a pre-set answer. They work best when used specifically. They're great for routine tasks and commonly asked questions. That's where they're capable and convenient, and that's where they can save you time and resource. There are two main Types of Chatbots: 1-Set Guidelines Chatbot: which functions with a set of guidelines in place is limited in its conversation. It can only respond to a set number of requests and vocabulary and is only as intelligent as its programming code. The bot would make a command like “Please tell me what I can do for you by saying account balances, account transfer, or bill payment.” If the customer responds with "credit card balance," the bot would not understand the request and would proceed to either repeat the command or transfer the caller to a human assistant. 2-Machine Learning Chatbot: this type of chatbots functions through machine learning , it has an artificial neural network inspired by the neural nodes of the human brain. The bot is programmed to self-learn as it is introduced to new dialogues and words. In effect, as a chatbot receives new voice or textual dialogues, the number of inquiries that it can reply and the accuracy of each response it gives increases. In general, chatbots are a useful feature that can decrease time spent on first connection with unlikely clients, they simplify the process of defining requests, improve customer service, and moreover, monitoring data and gaining insights


CHATBOT
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